Crisis Manager

Anticipated Contract End Date/Length: November 30, 2027
Work Set Up: Hybrid (2 days per week in office)
Clearance Required: BPSS Eligible

Our client in the Information Technology and Services industry is looking for a Crisis Manager to lead the recovery of medium, high, and critical IT incidents while ensuring efficient service restoration, stakeholder communication, and operational resilience. This role will oversee major incident management activities, coordinate technical and business recovery efforts, facilitate root cause analysis, and drive continual service improvement through effective incident management practices. The successful candidate will play a key role in minimizing business disruption, improving recovery times, and ensuring compliance with regulatory and governance requirements.

What you will do:

• Triage and prioritize incidents based on business impact and severity.
• Lead service recovery activities for medium, high, and critical incidents.
• Facilitate technical and business engagement throughout the incident lifecycle.
• Communicate recovery progress, business impact, and status updates to senior management and stakeholders.
• Issue Major Incident Notifications (MINs) in accordance with established procedures.
• Execute Incident Management processes and participate in Management Escalation Calls (MEC).
• Coordinate incident reviews and collaborate with Problem Management to document root causes and preventative actions.
• Raise Problem Records for service outages requiring further investigation.
• Capture and maintain accurate incident lifecycle data to support reporting and continual service improvement.
• Build effective working relationships with IT teams, business partners, service owners, and senior leadership.
• Identify opportunities to improve incident management processes, recovery times, and customer experience.
• Ensure compliance with regulatory requirements, internal controls, governance policies, and risk management standards.
• Lead resources engaged in incident management activities throughout the duration of incidents.
• Support the implementation of IT Operations best practices and continuous service improvement initiatives.